Jira issues all have a "type", which can be used as a structural thing - this means you can do things like have different fields and workflows (processes) for different types of issue.
Jira service desk requests all map on to an issue, so for each customer request, there is a single issue behind it.
Each type of request in a service desk project/portal is mapped to an issue type. A lot of us keep it simple - if we have requests of SR, Incident, Problem and change, we often support them with matching issue types of SR, Incident, Problem and Change. But we don't have to. A lot of service desks will map many request types to one issue type. For example, hardware-laptop, hardware-desktop, hardware-monitor may all map on to the background issue type of hardware (because they all effectively have the same fields and process to go through)
Anyway, all of that "ticket category to request" is done in the project setup.
Technically, you don't. There's no concept of "ticket category" in Jira Service Desk.
I spoke about issue types as that's my best guess as to what you are thinging being translated into Jira - it's quite likely that your SR, Incidents, Changes and Problems are going to need different fields and processes, so it makes sense to see them as the categories you're looking at.
Ah... you might find this article helpful - how-categories-work-in-it-service-management-projects
This excerpt is pertinent...
Request types are the building blocks of categories. You can create request types that map to specific ITSM categories by navigating to that category and creating the request type there. You can see which category you’re creating request types in by checking the sidebar navigation or page title.
and request types are associated with issue types. Clear enough/ 😜
Hi Tim, welcome to the Community. So let's first settle terminology. With JSD you have Issuetype and Request type (aka Customer request type). Request types are associated with Issuetypes which are associated w/ workflows, etc. Request types are what the Customers see and allow you to build unique forms for ticket creation. When you create a new Request type (project settings > Request types) you associate it to an Issuetype. You may wish to read this article and associated articles. In fact there is some really good 'getting started' docs on Atlassians support site.
Thanks for your reply. I'm using next-gen project. It's the Issuetype I'm having trouble associating to a request. When I look at my Service Desk queue, it lists zero incidents, service requests, change, and problems. I'm presuming it's because there are no issuetypes associated with my new request types?
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